14088196
Descripción
Test por Lorisse Bazley, actualizado hace más de 1 año
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Creado por Lorisse Bazley
hace casi 6 años
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Pregunta 1
Pregunta
Which of the following is NOT a reason to encourage dissatisfied customers to complain?
Respuesta
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Handling complaints is time consuming
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Effective service recovery can increase customer perceived value.
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Complaints alert companies to deficiencies in organisational processes.
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Complaints provide free feedback.
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Companies are given the opportunity to salvage the relationship.
Pregunta 2
Pregunta
A restaurant that wants to improve service quality is looking for a relatively easy approach to monitoring how long customers wait to be seated. Which of the following methods would best meet that objective?
Respuesta
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Pareto analysis
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Fishbone diagrams
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Hybrid complaint-handling model
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Blueprinting
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Control charts
Pregunta 3
Pregunta
There are a few options open to customers when they are unhappy with the service they received, including some form of public action. Which of the following may NOT be a public action option?
Respuesta
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Complain to business or private agencies
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Complain to government agencies
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Take legal action to obtain redress
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Seek redress directly from business firm
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Seek redress directly from government
Pregunta 4
Pregunta
All of the following are reasons for Asian customers NOT to complain when they face a service failure except the:
Respuesta
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concept of jai yen (cool heart) which is manifested by a reluctance to over-react in situations that Western people might find stressful
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fear of negative consequences or retaliation from the service employees
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teaching of tolerance in Asian societies where Buddhism is the predominant religion
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potential loss of face by the service employees
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concept of kreng jai which is manifested by a reluctance to disturb others, restraining one's anger or frustration, avoiding asserting one's needs or opinions, and a reluctance to voice complaints or displeasure
Pregunta 5
Pregunta
Which of the following may NOT be a true statement?
Respuesta
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When the problem is perceived as a matter under the control of the customer, the complaint behaviour increases.
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During service encounters, when something unexpected happens consumers spontaneously infer or attribute blame.
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When the problem is perceived as a matter under the control of the firm, the complaint behaviour increases.
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Westerners typically underestimate situation conditions as a cause for a person’s behaviour.
Pregunta 6
Pregunta
n answering the question ‘How satisfied are you after you have made a complaint?’ the most common response is:
Respuesta
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rarely
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sometimes
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never
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always
Pregunta 7
Pregunta
In a service failure situation in a hotel/resort setting, South-East Asian consumers were found to be more satisfied than their Australian counterparts with recovery efforts of the hotel/resort in the following instances EXCEPT:
Respuesta
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an explanation of the cause of the service failure was given
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they were kept regularly informed of what was being done to resolve the problem
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an apology came from a person of senior status
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the recovery was initiated by the hotel/resort
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who to blame for the service failure was known to the consumers
Pregunta 8
Pregunta
While there are some cultural differences between Asian and Western consumers, their reactions to complaints resolutions:
Respuesta
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vary very little between cultures
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are markedly different between cultures
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are the same between both cultures
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are inconsistent between cultures
Pregunta 9
Pregunta
All of the following should be part of an effective complaint handling process EXCEPT:
Respuesta
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considering compensation
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giving customers the benefit of the doubt
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ensuring social justice
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apologising but not being defensive
Pregunta 10
Pregunta
Which of the following is NOT part of Lovelock’s extended fishbone framework?
Respuesta
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Facilities and equipment
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Procedures
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Profit and loss
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Front stage and backstage personnel
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Materials and supplies
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